Customer Success Manager

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Direct message the job poster from HR Ways - Hiring Tech Talent

Talent Acquisition Specialist | Technical Recruiter| Placement & Acquisition | Hiring Tech Talent for 300+ Companies

About the job Customer Success Manager (Evening Shift)

About Our Client:

The Company is a blend of Digital plus Analytics, meaning its more than a click generator. That means we enable our clients to make informed decisions with in-depth marketing data that impacts their bottom line.

Certified Digital Marketing Agency, focused on maximizing your Marketing ROI. With The Company you get a team of experienced professionals who are dedicated to helping you reach your full potential as a company.

The Company emphasizes not only on digital marketing but also helps understand your marketing analytics, optimizes your advertising campaigns, and drives a successful marketing strategy for long-term business growth.

With our unique Marketing ROI dashboard - we create and manage omni-channel / omni-present campaigns, goal oriented multi-channel strategy, brand monitoring, and 'Social Listening' and measure the marketing success for your business from each marketing channel to provide the valuable information that helps you make informed decisions.

Job Description:

We are looking for a proactive and dedicated Customer Success Manager to join our team. In this role, you will be responsible for ensuring our customers are satisfied and making the most out of our projects. You will engage with customers through online calls, provide timely support, follow up with in-trial users, and ensure customer happiness and retention.

Key Responsibilities:

• Customer Engagement: Conduct regular online calls with customers to understand their needs, provide guidance, and ensure they are leveraging our SaaS solutions effectively.
• Customer Support: Offer prompt and effective assistance to customers when they encounter issues or have questions about our products.
• Onboarding: Guide new customers through the onboarding process, ensuring they are set up for success from day one.
• Follow-ups: Regularly follow up with in-trial users and current customers to check on their progress, gather feedback, and offer additional support as needed.
• Customer Retention: Develop and implement strategies to increase customer satisfaction and retention, ensuring a high renewal rate.
• Feedback Collection: Gather and relay customer feedback to the product and development teams to help improve our offerings.
• Customer Education: Create and conduct webinars, training sessions, and other educational initiatives to help customers fully utilize our SaaS products.
• Reporting: Maintain accurate records of customer interactions and support activities, providing regular reports to management.

Requirements:

• Experience: Proven experience in customer success, customer support, or a related role, preferably in the SaaS industry.
• Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex information clearly and effectively.
• Technical Proficiency: Comfortable with using Zoom and other virtual communication tools, as well as CRM and customer support software.
• Problem-solving: Strong problem-solving skills, with the ability to handle challenging situations calmly and effectively.
• Customer-centric: A genuine passion for helping customers and ensuring their success.
• Organization: Strong organizational skills, with the ability to manage multiple tasks and priorities simultaneously.
• Team Player: Ability to work collaboratively with cross-functional teams.

Preferred Qualifications:

• Education: Bachelor's degree in Business, Marketing, Communications, or a related field.
• SaaS Knowledge: Familiarity with SaaS products and the unique challenges and opportunities they present.
• Sales Experience: Experience in sales or account management is a plus.

Other Details

Work Mode: Onsite - Full Time

Location: Lahore

Experience: 3+ years

Days: Monday to Friday

Timing: 4pm-1am evening shift

Hybrid Shift for Females: Female employees can leave the office around 09:00 PM and complete the remainder of their shift remotely from home.

• Paid Time Off.
• Performance-based bonuses
• Health Insurance

About HR Ways:

HR Ways is an Award winning Technical Recruitment Firm helping software houses and IT Product companies internationally and locally to find IT Talent. HR Ways is engaged by 300+ Employers worldwide ranging from worlds biggest SaaS Companies to most competitive Startups. We have entities in Dubai, Canada, US, UK, Pakistan, India, Saudi Arabia, Portugal, Brazil and other parts of the world.

Seniority level

• Seniority levelMid-Senior level

Employment type

• Employment typeFull-time

Job function

• Job functionInformation Technology, Customer Service, and Project Management
• IndustriesIT Services and IT Consulting, Digital Accessibility Services, and IT System Testing and Evaluation

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